Johnson Waweru

For over a decade, I have worked at the intersection of customer experience, people management, and operations, helping organizations build teams, retain customers, optimize employee experience, and deliver results at scale.

My career spans customer experience, retention, telesales, and human resources, with hands-on leadership across Call Center and Field Operations in Kenya and Zambia, supporting high-volume, people-intensive environments. I have led and supported teams through growth, transition, and change, often stepping beyond my formal role to ensure continuity, performance, and compliance.

Beyond local operations, I have collaborated with global teams primarily in Kenya, the Netherlands, and Zambia, with occasional engagement of other entities on strategy, process design, and the implementation of operational tools, translating ideas into locally effective solutions.

I am a Certified Human Resources Practitioner of Kenya (CHRP-K), with a strong focus on people strategy, workforce effectiveness, stakeholder management, and data-informed decision-making. I am driven by creating practical solutions that strengthen teams, improve customer and employee outcomes, and deliver sustainable business impact.